Okaloosa County BOCC — April 5, 2016 — 2016 Solid Waste Procurement - FINAL — reading text

Contractor’s Page 12 Note: Final Agreement terms and conditions will be modified based upon the residential service level selected by the Board and final negotiations with the Successful Proposer upon Board approval. Okaloosa County Solid Waste and Recyclables Collection, Transfer, and Processing/Disposal Agreement Attachment A: Draft Agreement responsibility to exercise caution in relationship to the property of other authorized users. 3.9.4.2. Contractor shall take care to prevent damage to all public and private property while conducting services pursuant to this Agreement, including, but not limited to, buildings, monuments, markers or fences, vehicles, pipes and underground structures, storm water inlet covers, gutters, curbs, public streets, trees and tree canopies, flowers, shrubs, and other plantings. The County acknowledges this does not preclude normal wear and tear of streets resulting from normal use by Contractor. 3.9.4.3. Contractor shall immediately notify the Contract Manager of any personal injury or damage to public or private property caused by Contractor during the provision of collection services. Wherever such property is damaged due to the activities of Contractor, it shall be immediately restored to its original condition by Contractor at Contractor’s expense. 3.9.4.4. In case of failure on the part of Contractor to restore such property or make good such damage or injury, the County may, upon forty‐eight (48) hours written notice to Contractor, proceed to repair, rebuild, or otherwise restore such property as may be deemed necessary and to bill the cost to Contractor. If any damage caused by Contractor impacts the safety, health and welfare of the County’s citizens, the repairs will be arranged by the County and billed to Contractor based on the actual cost incurred to repair the said damages, plus ten percent (10%) to account for the County’s administrative costs. 3.9.5. Spillage and Littering 3.9.5.1. Contractor shall not litter or cause any spillage to occur upon the premises or the right‐ of‐way wherein the collection and transport of materials shall occur. During transportation, all collected materials shall be contained, tied, or enclosed to prevent leaking, spilling and blowing. 3.9.5.2. In the event of any confirmed spillage/leakage/blowing from a Contractor’s vehicle, Contractor shall promptly, at least within twenty‐four (24) hours, clean up all spillage/leakage/blowing at no cost to the County. Contractor is responsible to clean such spills, leaks, or blown materials to the satisfaction of the Contract Manager up to, and including, resealing or resurfacing depending on the severity of the damage. 3.9.6. Employee Training and Licenses 3.9.6.1. All of Contractor’s employees shall be qualified and appropriately trained for the tasks assigned to them. Contractor shall provide refresher courses and additional training to its employees, as needed, to ensure compliance with the requirements of this Agreement and all Applicable Law. The County has the right to review Contractor’s training records. 3.9.6.2. At all times when operating vehicles or equipment pursuant to this Agreement, Contractor’s employees shall carry a valid Florida driver's license for the type of vehicle or equipment being operated. 3.9.7. Office Requirements 3.9.7.1. Contractor shall maintain an office in the County to remain open from 8:00 a.m. to 5:00 p.m. CDT, Monday through Friday, except Holidays, to handle customer complaints and where bills may be paid. 3.9.7.2. Contractor shall maintain a local telephone number routed to the local office (per Article 3.9.7.1) where service inquiries and complaints can be received by Contractor. Page 13 Note: Final Agreement terms and conditions will be modified based upon the residential service level selected by the Board and final negotiations with the Successful Proposer upon Board approval. Okaloosa County Solid Waste and Recyclables Collection, Transfer, and Processing/Disposal Agreement Attachment A: Draft Agreement Contractor shall use either a telephone answering service or answering machine to receive service inquiries and complaints during those times when the office is closed. During office hours, these services must be monitored regularly, so that Contractor can respond to any message within sixty (60) minutes. The response, at a minimum, shall include a reply to the inquiry and a plan of action to address or fix the complaint. During non‐office hours, messages shall be answered no later than noon the following business day. 3.9.7.3. Contractor’s office shall be equipped with adequate and appropriate personnel and equipment to receive, document, and respond to inquiries, issues, and complaints in a timely manner. Contractor’s office staff shall be familiar with the County and Contractor’s obligations under this Agreement. 3.9.7.4. Contractor’s customer service representatives shall be properly trained to answer questions concerning residential, multi‐family, and commercial recycling and Solid Waste Collection Services. 3.9.7.5. Contractor shall establish a process, subject to the Contract Manager’s approval, for receiving and handling emergency calls, both during and after normal operating hours. 3.9.8. Customer Service Standards 3.9.8.1. Contractor shall be responsible for providing the highest quality service to all Residential and Multi‐Family Customers under the provisions of this Agreement. 3.9.8.2. Contractor shall resolve all complaints as expeditiously as possible and shall take whatever steps are necessary to remedy the cause of a complaint within twenty‐four (24) hours after receiving a complaint from a customer or the County. 3.9.8.3. If the County receives a complaint regarding Contractor’s service under this Agreement, the complaint shall be immediately forwarded to Contractor by telephone or electronic communication. 3.9.8.4. Contractor shall keep a written record of all calls it receives (either directly or through the County) regarding Contractor’s service under this Agreement in a format approved by the Contract Manager. Contractor shall use a standard form to record the pertinent facts regarding each call and how it was resolved. The form shall identify complaints including customer name, type – Residential or Multi‐Family Customer, contact information, the time and date when a complaint was received, when Contractor responded to the complaint, and the date and time when the complaint was resolved. Contractor’s records and forms shall be kept up to date and a record of all calls shall be submitted monthly to the Contract Manager as outlined in Article 8.4. In addition, Contractor’s records and forms shall be maintained throughout the term of this Agreement. Copies of the calls logs shall be kept at Contractor’s office in the County and shall be available for inspection by the Contract Manager during normal business hours. 3.9.8.5. Missed Collections: If the County or customer notifies Contractor before 12:00 p.m. of a missed collection Monday through Friday, Contractor shall return to the customer's premises before 6:00 p.m. the same Day of the notification and collect all of the Solid Waste or Program Recyclables that have been set out for collection. If Contractor is notified after 12:00 p.m. Monday through Friday of a missed collection, collection shall be made by 12:00 p.m. the next Day following notification. Notifications received Saturday or Sunday shall be corrected before 12:00 p.m. on Monday. All missed collections shall be included in the complaint log. Page 14 Note: Final Agreement terms and conditions will be modified based upon the residential service level selected by the Board and final negotiations with the Successful Proposer upon Board approval. Okaloosa County Solid Waste and Recyclables Collection, Transfer, and Processing/Disposal Agreement Attachment A: Draft Agreement 3.9.8.6. Contractor shall notify the Contract Manager regarding any disputes that have not been resolved within twenty‐four (24) hours after receiving the complaint. Contractor may request, and the Contract Manager may grant, additional time to remedy a complaint when necessary. If a dispute is not resolved to a customer’s satisfaction, the County shall have the authority to determine how the dispute will be resolved. 3.9.9. Vehicle and Collection Equipment 3.9.9.1. Contractor shall maintain a dedicated fleet of frontline collection vehicles designated to collect Solid Waste and Recyclables from Residential Customers in the Service Area. 3.9.9.2. No single frontline vehicle used to fulfill the services in this Agreement shall exceed a maximum age of eight (8) years; no single reserve vehicle shall exceed a maximum age of ten (10) years. The County reserves the right, at its discretion, to require a vehicle be taken out of service for habitual maintenance